Returns and Refunds

Last updated: 18 July 2026

We want you to be fully satisfied with your Saene purchase. This page explains your legal right of withdrawal, the hygiene exception that applies to cosmetics, and how to return an item or claim a refund. These terms apply to orders delivered within the Netherlands, Belgium, and the wider EU.

1. Your right of withdrawal (14 days)

Under the EU Consumer Rights Directive, you have the right to cancel your order within 14 days of receiving it, without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party you nominate, takes physical possession of the goods. If your order is delivered in multiple shipments, the period starts from the day you receive the last item.

To exercise this right, you must inform us of your decision to withdraw by a clear statement, for example by email to info@saenestudio.com. You may use the model withdrawal form in section 7, but it is not obligatory.

2. Hygiene exception for cosmetics

Important: For reasons of health protection and hygiene, sealed cosmetic products that have been unsealed or opened after delivery cannot be returned. This is a legal exception to the right of withdrawal. Products that are still unopened and in their original, undamaged condition, with any seal intact, can be returned as normal.

3. Return requirements

To be eligible for a return:

• Products must be unused, unopened and in their original packaging.
• Opened or used products cannot be returned for hygiene and safety reasons.
• Valid proof of purchase is required.

4. How to return an item

Returning an item is simple:

• Send an email to info@saenestudio.com stating your order number and the item or items you wish to return.
• We will reply with clear return instructions and the return address.
• Return the item to us within 14 days of notifying us of your withdrawal.
• Pack the product carefully so it reaches us undamaged, in its original condition and packaging where possible.

5. Return shipping costs

The direct cost of returning the goods is borne by you, the customer, unless the product is faulty, damaged, or incorrect. In those cases we cover the return shipping cost in full, as described in section 7. We recommend using a tracked shipping method, as you are responsible for the item until it reaches us.

6. Refunds

Once we have received and inspected the returned product, we will process your refund. Refunds are issued to the original payment method within 5 to 10 business days. Shipping costs are non-refundable unless the return is due to an error on our side.

7. Damaged or incorrect items

If your order arrives damaged or you receive the wrong product, please contact us within 48 hours of delivery at info@saenestudio.com and include your order number and clear photos of the issue. We will arrange a replacement or a suitable solution at no cost to you, including any return shipping. You do not need to open a sealed product to report visible damage.

8. International returns

For orders outside the European Union, customers are responsible for all return shipping costs, customs fees, taxes and any additional charges related to returning the product. Saene is not responsible for delays, lost packages or additional costs during international returns, unless the item was received damaged or incorrect.

9. Model withdrawal form

You may copy and complete the template below to exercise your right of withdrawal. Completing this form is optional.